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About the Role

As a 211 Navigation Specialist, you will assist the United Way for Greater Austin in providing comprehensive customer service, information, and referral services to the local community. This role requires a results-oriented individual with high moral and ethical standards, who is self-motivated, self-confident, and capable of meeting deadlines in a fast-paced, high-change environment. You will serve as a primary Information and Referral specialist for callers in Texas, ensuring effective, timely, and quality communication while maintaining performance and quality standards. Responsibilities include providing needed information and resources, collecting demographic data, and accurate data entry and logging of resources.

Responsibilities

Provide comprehensive customer service, information, and referral services.
Serve as a primary Information and Referral specialist for callers in Texas.
Ensure effective, timely, and quality communication reflecting care and concern.
Provide needed information and resources to community members.
Maintain performance and quality standards.
Collect demographic data for all callers.
Perform accurate data entry and logging of resources.

Requirements

Ability to work in a fast-paced work environment and shift gears quickly to accommodate change.
Ability to talk with consumers by phone and search for information and referrals using a call management system database.
Experience answering incoming calls and assessing client needs in a call center environment.
Experience taking 60-80 calls per day.
Accountability for monthly metrics.
Ability to prioritize work to meet daily and monthly program goals.
Ability to work with diverse populations and needs.
Experience with MS Office, Outlook, and various web browsers.
Professional appearance and manner.
Required to work different shifts or rotate shifts with assigned schedule window to accommodate operational needs.

Skills

Excellent interpersonal and communication skills with vulnerable populations.
Excellent interpersonal and communication skills with various types of crisis and emergency help.
Bilingual in Spanish is preferred.
Information and Referral experience.
CIRS certification is a plus.

Location

Austin, Texas

Work Type

Regular, Full-Time
Hybrid Work Option

Experience Level

At least one year of social services experience is preferred.

Education Level

Bachelor’s degree from an accredited college and university is preferred.

Benefits

Competitive Compensation
Employer 403(b) Matching
Employer-Sponsored Health Insurance (for employees)
Dental Insurance
Vision Insurance
Flexible Spending Account (FSA)
Generous Paid Time Off (PTO)
Paid Parental Leave
FMLA
Employee Assistance Program (EAP)

About the Company

United Way for Greater Austin brings our community together to break economic barriers and build opportunities for all.
We break the cycle of economic hardships for families and individuals, striving to create a vibrant, thriving community.
Focuses on increasing the availability of high-quality early care and education and access to pivotal resources to address financial barriers in Central Texas, South Texas and the Tip of Texas area.
Our united front includes dedicated donors, volunteers, corporate and civic partners, staff, and a connected network of neighbors.
Together, we leverage data, community alliances, services, and public engagement to transform our regions, responding to urgent needs with lasting, impactful solutions.

Equal Opportunity

United Way of Greater Austin is an “at-will” employer.